PENGARUH RELATIONSHIP MARKETING DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN QLEEN FABRICARE SURABAYA

Abstract

This research is aimed to find out the influence of the relationship marketing and service quality to the customer satisfaction of Qleen Fabricare Surabaya. The population is all customers who are in Qleen Fabricare Surabaya. This research is a quantitative research which has been done by using primary data source and the sample collection technique has been done by using random sampling method, in which questionnaires are randomly issued to the customers of Qleen Fabricare and the numbers of samples which have been obtained are 50 respondents. The data analysis techniques has been done by using classical assumption test and multiple linear regressions method and it has been processed by using 16th version SPSS computer software. The result of reliability test shows that the models are reliable. The result of examination shows that the variables of relationship marketing and service quality give positive and significant influence to the customer satisfaction. On classic assumption test, independent regression models, multicolinearity, and heteroscedasticity does not occur, and has been normally distributed. Based on the value of partial determination coefficient, service quality is the variable which gives dominant influence to the customer satisfaction. It means that when service quality is getting well, it will give an impact on the enhancement of customer satisfaction on Qlenn Fabricare Surabaya.
Keywords: relationship marketing, service quality, customer satisfaction